[Resolved]  HDFC Bank — Uninformed and Untrained Customer Care Staff

Address:

New Delhi, Delhi, 110008

Hi,

My debit card was expiring in March 2017 and I had been chasing the branch rep to request for my renewed debit card for the last two months. She kept telling me that my debit card will work even after the expiry date, despite my repeated insistence on being issued a renewed card. As expected, my card returned the message 'card not valid' when I used it at the HDFC ATM today on 1st April. I spoke to the same branch rep (Ms. Abha Kothari) to inform her about the card being rejected and she asked me to speak to a phone banking customer care rep to follow-up.

I made the phone banking call today at 6:45 pm and spoke to some Mr. Prince who was absoluely unaware of the bank policies and was totally incompetent in handling customer requests. He started by telling me that since I am a preferred HDFC customer, I will be issued a Platinum card and will receive it within 3-4 working days. Then he put my call on hold to check with his senior as he was not sure of the process. Later he confirmed that it will take 4-5 working days to receive the card. Again he put me on hold and a third time reverted that it will take a week, so I should collect the card over the counter from the branch instead of waiting for the card to be couriered to me.

I had lost my patience by then and had no confidence in this person being able to provide me the correct information. I asked to be transferred to the concerned manager to explain my case, upon which he put my call on an indefinite hold. He never came back to speak to me or to transfer my call, despite me waiting on hold for 10-15 minutes.

This is absolutely ridiculous behaviour. And your customer care staff just dont seem to bother. They are rude and incompetent. I have been an HDFC customer for over a decade but now with this experience and similar such experiences in the past, I wish to close my bank account and discontinue banking with HDFC.

I am hoping to receive a revert on the above complaint asap and hoping to see the concerned executives taken to task and corrective action issued against them.

Please do reply to confirm receipt of this mail.

Thanks,
Yukti